Using an illustrative example, our expert Michael Nürnberger explains the impact of the support project: “If an end customer chooses leather seats for their new vehicle instead of the standard fabric seats, the data for equipment and price must be adjusted accordingly in the configurator. In some countries, seat heating is automatically added as an optional extra and may also have to be accepted by the customer, as leather seats are often only offered with integrated seat heating as part of the package. Rules and data must be set up in such a way that no buildability errors can occur in the configuration and the end customer is always shown the correct price. The finished vehicle can only roll off the production line if this process is technically correct and invoicing is possible.”  The MVI SOLVE-IT business support team ensures the product and pricing logic behind this overall process from configuration to delivery of a vehicle.

Partner with many years of expertise
For almost ten years, our experts have been supporting numerous specialist departments of major customers with the launch of their vehicle-related products and services. MVI’s IT consultants take on a range of different technical and specialist tasks:

– Supporting the start of communication (SOC) of model launches
– Management of multi-market rollouts
– Recording and analyzing individual problems in the maintenance of product and price master data
– User training in all markets through walk-in sessions, group training and with the help of learning videos
– Documentation of system operation and preparation of release notes for international markets

What challenges are there to overcome in support?
The biggest challenge in this project lies in the complexity of the project, as the product range comprises three different vehicle brands. In addition, there are numerous system derivatives resulting from configurations and pricing of special vehicles, for example vehicles for members of foreign organizations or federal authorities. “It is important that no error messages occur in the systems so that individual vehicle models or services are not displayed correctly. In the worst case scenario, this would mean that the SOC and associated marketing campaigns would have to be postponed,” explains Michael Nürnberger.

Another scenario would be that certain models or equipment features of the vehicles cannot be offered. This could lead to reputational damage and financial losses. “Both of these cases must be prevented at all costs. That’s why our Business Support team analyzes the situation efficiently and purposefully and immediately initiates appropriate measures.”

Optimum customer support thanks to an expanded team and knowledge database
Once the support structures had been successfully set up and firmly established, the team was expanded to include additional colleagues from MVI HELLAS. “The synergy of employees on site in Munich and nearshore from Greece enables us to scale the team quickly at peak times. This enables us to optimally support rollouts and product launches at the customer’s premises, e.g. for ad hoc user training or walk-in sessions in international markets,” emphasizes Michael Nürnberger.

In addition to the business support processes, the MVI SOLVE-IT team has set up a comprehensive knowledge database that serves as a self-help resource in over 30 markets. This step underlines the commitment not only to tackle current challenges, but also to provide long-term solutions for customers.

“For years, our team has had to solve multiple and constantly changing error patterns in the product and price master data systems. The criticality of the issue requires a consistently high level of performance. The fact that our team, under the project management of Jan Füßmann, is able to master this challenging task on a permanent basis fills me with pride,” says the Business Unit Manager.